Av Service Coordinator

In recent years, Audio Visual support has evolved to align more closely with Information Technology (IT) service models, adopting structured service-level agreements (SLAs) and clearly defined response times. This shift reflects the growing integration of AV systems with network infrastructure, requiring more proactive, standardized, and scalable support. As a result, AV companies are now expected to deliver the same level of responsiveness and reliability traditionally associated with IT departments.

**Job Summary**:
We are seeking a highly organized and customer-focused **AV Service Coordinator** to join our dynamic integration team at our **Calgary branch**. This individual will play a crucial role in ensuring the seamless delivery and support of audio visual service requests across a variety of client sites and projects.

The AV Service Coordinator will be responsible for managing service tickets, coordinating with schedulers to dispatch technicians, and ensuring timely follow-ups to maintain high levels of customer satisfaction.

This position requires a unique blend of technical proficiency, customer service orientation, and organizational skills.

**Duties and Responsibilities**:

- Monitor, review, and respond to service tickets; ensure accurate categorization and prioritization
- Coordinate with schedulers to assign appropriate technicians locally and across branches
- Verify ticket details, including client contact, location, and issue description, before dispatch
- Communicate clearly with clients and technicians to schedule, update, and complete service requests
- Follow up with technicians to ensure timely ticket updates, documentation, and resolution
- Close tickets with complete service details
- Work with others to ensure accurate billing and reporting
- Liaise with external vendors or manufacturers for advanced support or warranty service as needed
- Process RMAs for defective equipment, manage vendor communication, and coordinate returns and replacements
- Schedule and track follow-up visits to client sites for the return or pickup of AV equipment
- Work with schedulers to assign technicians for routine preventative maintenance based on client contracts and system needs
- Review SLA terms, track service metrics, and generate reports on response times and performance to ensure compliance and support service improvements.

**Preferred Skills and Abilities**:

- Background or solid understanding of AV systems, videoconferencing software (e.g., Teams, Zoom), network basics, and troubleshooting techniques
- Familiarity with helpdesk ticketing systems to prioritize, assign, and track service requests while maintaining SLA compliance
- Strong communication skills for coordinating with clients, technicians, and internal teams, as well as documenting incidents clearly
- Ability to analyze support trends, identify recurring issues, and propose process improvements to enhance service delivery
- Excellent time management and coordination skills to manage multiple support channels and schedules
- A proactive, client-focused approach that emphasizes positive experiences and timely solutions

**Education and/or Experience**:

- Experience with helpdesk ticketing systems such as ServiceNow or FreshDesk
- Background in AV or IT support environments is considered a strong asset
- Industry-related certifications in AV or IT are an advantage

**Company Benefits**:

- Join our team and work for a well established family owned business
- We offer a competitive compensation package.
- Comprehensive **100% employer-paid benefits**, including coverage for Dental, Vision, Health (including paramedical services such as massages, chiropractic, acupuncture, etc.), Critical Illness Insurance, Long-Term Disability, Life Insurance, and Accidental Death and Dismemberment.
- Paid holidays, flex days, with additional paid time off during Christmas.
- Fun days to keep all our employees connected whether they are in office or onsite.
- Company-provided work laptop and cellphone to support your work activities.
- Employee Assistance Program dedicated to supporting personal health and well-being.
- Lots of training and development opportunities.
- Equal opportunity employer with a focus on creating a diverse, equal, inclusive, and belonging (DEIB) work environment.